Regulations


Complaint Handling Regulations by the Gaudium Capital Ltd.

 

  1. Purpose of the Regulations

 

The purpose of the Regulations is to lawfully handle of any requests and problems emerging during the work and activities of Gaudium Capital Ltd. under the law pursuant to XLIX. Law of Bankruptcy and Liquidation Proceedings of year 1991, as well as to increase the legal and professional safety of each participants of the specific activities carried out by the organizations.

 

The Complaint Handling Regulations governs the receiving, investigating and resolving of any reports, complaints and suggestions submitted by the costumers. The additional purpose of the current Complaint Handling Regulations is to establish a consequent and uniform order for the tasks, competencies and procedures associated with the administration of the complaints within the organization of liquidators, as well as for the work of the revisory organizations.

 

  1. Scope of the Regulations

 

The Regulation extends its scope to each and every member and employees of the Gaudium Capital Ltd., as well as to all its contractors doing any service to the Ltd on an ad hoc or permanent basis according to the civil legal contract, and additionally to the handling, processing and responding of any complaints submitted by the Client within the company.

 

The Complaint Handling Regulations fit the XLIX Law of Bankruptcy and Liquidation Proceedings of year 1991, the V Law of Company Registry, of Court Registration and Winding-up of year 2006, the regulation 114/2001. (V.12.) of the roll of Liquidators, the Statutes of the National Association of Liquidators and Bankruptcy Trustees, their Rules of Organization and Operation, as well as their Code of Ethics.

 

  1. Definitions

 

Complaint: an application submitted, either personally or in written form, by one or more clients in regards to any harm in individual law or interest, which targets the general operating procedures and conducts of the Gaudium Capital Ltd. (hereinafter referred to as the Company), its departments or employees, as well as its contractors doing any service to the Ltd on an ad hoc or permanent basis according to the civil legal contract.

 

Does not constitute a complaint:

- request for general information, attitude

- an "excuse" whose submition is regulated or detailed by the XLIX Law of Bankruptcy and Liquidation Proceedings of year 1991, the V Law of Company Registry, of Court Registration and Winding-up of year 2006.

 

Complaint Management Coordinator: Staff of the Gaudium Capital Ltd. specifically assigned to receive, administer and manage the clients' applications, whose functions are performed by the respective Head of Secretariat of the Gaudium Capital Ltd. in its central office (hereinafter referred to as the central office).

 

Cleint: any civil or legal person, or entity without legal personality, who traverses the Company's procedures, any of its specific activities or services. In this sense anybody can be considered Client, who directly or indirectly is associated with the activities of the Company.

 

  1. Orders of Managements of the Complaints

 

4.1. The method of reporting and submitting a complaint form

 

The Company primarily registers complaints in written form - the exceptional cases are detailed below. In the exceptional cases complaints submitted orally and in person are accepted in the central office of the Company, usually by the Complaint Management Coordinator, or a stuff member associated by the Client, and recorded in written form (Annex no.1)

 

Complaint Submission:

By mail: 1146, Ajtosi Durer for 8-10. Budapest

Email: gaudiumcapitalkft@gmail.hu

Phone: + 36 1 / 273 0308

Fax: + 36 1 /  273 0309

In person: 1146, Ajtosi Durer for 8-10. Budapest

 

The Company regards to each mail, fax message, email as complaint, and processes it accordingly, that complies with the definition provided under item 3.

 

In case of complaints submitted by telephone or in person at the central office of the Company, the Complaint Management Coordinator shall make arrangements with the applicant to submit the complaint in written form (either via mail by letter fax, or e-mail). In cases when the applicant's ability to submit the complaint in any of the written forms is prevented outside of his or her control (applicant being illiterate, visually impaired, or by reasons of any health or age conditions) the Complaint Management Coordinator shall record the complaint in written form (Annex no.1) for the request of the applicant.

 

4.2. Receiving of the complaints

 

The reception of the complaints primarily belongs amongst the tasks of the Complaint Management Coordinator, or of the stuff directly associated with the Client. However, in cases when the Complaint Management Coordinator is for some reason prevented from accepting the complaint, all stuff member are required to properly take over the reception of the complaint. The reception of the complaints takes place daily at the central office of the Company between 10 - 16 hrs on week days. Complaints received after 16 hrs in the afternoon, or on week end, or on statutory or public holidays via e-mail or fax, the form shall be processed on the next working day by the Complaint Management Coordinator.

 

4.3. The procedures for handling complaints

 

After the received complaint had been recorded, the Complaint Management Coordinator examines the application and in case of any qualification questions consults the Company's Executive Director. After the complaint had been certified, further investigation follows determining the nature of complaint being either professional or administrative. In case of an administrative issue, if the consultation with the Executive Director resulted in a solution, the problem is considered resolved. In case the complaint has a professional nature, a consultation with the person affected by the complaint shall be carried out. After a successful consultation the issue has been resolved, of which the Complaint Management Coordinator shall inform the complainant within 30 days of the filing of the complaint. In case of unresolved issues, the complaint shall be forwarded to the Executive Director of the Company, who shall respond to the complainant with the involvement of the Complaint Management Coordinator within 30 days of filing the complaint providing reasons in written form. If the response is accepted, the issue is considered resolved.

 

  1. Final Provisions

 

5.1. The Complaint Management Coordinator reports monthly to the Company's Executive Director, informing him about the details of the complaints processing activities and of the actual related experiences.

 

5.2. All forms associated with the reports and complaint applications are filed and saved by the administration department in the record office for 3 years. The administration department keeps a specific record of the complaint matters (Annex no.2).

 

5.3. These present regulations are to be visibly posted in the central office of the Company.

 

5.4. These present regulations come into effect on the 22nd of September 2014.

 

Attila Valyi

Executive Director

Gaudium Capital Ltd.

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Gaudium Capital Kft.
GAUDIUM CAPITAL Ltd.

Seating
H-1115 Budapest, Keveháza u. 1-3.
Registration nr.
01-09-171607
VAT nr.
24150075-2-43
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